Improving first call resolution is one of the most common goals of contact center managers and phone answering service owners. After all, from the customer's perspective, receiving the correct information the first time they call in for help is the definition of satisfactory service. Many call centers struggle with balancing FCR against other metrics like service [...]
Disaster preparedness is often an area companies don’t spend a lot of time on. Business continuity, rebuilding, safety, community, and protecting products are keys to surviving a major weather event. Planning ahead for the worst is important for both you and your patrons. Being prepared will not only protect your business but give you a chance [...]
Hiring a call center may be something you’ve been against in the past, but now you’re trying to grow your business and just can’t seem to keep up. You’ve begun to miss phone calls, either during the business day or after hours when you simply can’t be there to pick up. Call centers help you expand [...]
From generating new leads and sales to making yourself easily accessible to your customers, most small business owners can find they are stretched too thin to properly manage every aspect of their operations. Rather than missing out on sales or worrying that your customers’ problems are unresolved, you can rest easier when you get help from [...]
It is no secret that providing great customer service helps distinguish businesses from the competitors in their respective markets and industries. In fact, it can be the deciding factor when a potential customer is “on-the-fence” about making a purchase when all other things are equal in regards to the quality and pricing of products and services. [...]
One way small and medium businesses set themselves apart from larger and corporate competitors is by providing their customers with quality customer care. Most people are not simply looking for the lowest prices but, also, which businesses provide the best customer service and care both during and after the sale. They do not mind paying a [...]
Managing your customers’ expectations can be challenging during situations where there are emergencies and high call volumes. With emergencies, unless you have an after-hours answering service, you may not even be alerted to a problem until the next day when you start listening to voice mails or checking emails. With outsourced emergency call handling, you can [...]
To help you determine how an answering service can help your small business, first consider the following questions: Do you find yourself traveling from one customer site to another, not able to take calls? When you use a phone service, all of the calls you cannot take while driving and traveling are picked up by a [...]
No matter what type of industry or market your business is in, or whether you sell products or services, the distinguishing feature that sets businesses apart is the type of customer service experiences you provide current and new customers. Most businesses have followed a reactive customer service approach for years, while others have started to adapt [...]
No one likes waiting in lines or on endless hold to speak to someone. The longer a customer has to wait, the more upset they can become, unhappy with your business and its products and services. There are different things you can do to help reduce overall wait times and make experiences more pleasant. Identify where [...]
